Help Desk Analyst

Position SummaryThe OnePhilly Helpdesk Analyst 1 is responsible for assisting City employees with accessing and appropriately using the OnePhilly workforce management system. The occupant of this position will need to have a strong sense of customer service, appropriate analytical skills to accurately diagnose the employee’s need, and appropriate communication skills to walk an employee through the resolution of their issue.  Essential FunctionsRespond to customer queries in a timely and accurate way, via phone, email or chatIdentify customer needs and help customers use specific features of OnePhillyHelp employees with password reset and new responsibility assignment functionsAnalyze customer situation and report defects back to OnePhilly Technical/functional teamsHelp OnePhilly Technical and Functional teams debug and test the issues reportedUpdate internal databases with information about technical issues and useful discussions with customersShare feature requests and effective workarounds with team membersInform customers about new features and functionalitiesFollow up with customers to ensure their technical issues are resolvedAssist in training junior Help Desk AnalystsCompetencies, Knowledge, Skills and AbilitiesExcellent communication and problem-solving skillsAbility to be patient while working with customersAbility to work effectively across organizational boundariesKnowledge Of:Knowledge and understanding of the City’s HR and Timekeeping functions at a department or central agency levelKnowledge of MS Project, Excel, Word, PowerPoint